Responsible for maintaining and expanding relationships with strategic Enterprise Customers and delivering an exceptional customer experience.
Create an engagement framework focused on customers’ quarterly goals and initiatives.
Manage customer base exceeding $1M of monthly recurring revenue and below.
Conduct weekly, Monthly and Quarterly business reviews with customers to proactively drive Adoption of their products and services.
Serve as an escalation point and work directly with executive staff and other internal teams to address the customers’ needs.
Involvement with onboarding new customer brands through the implementation process.
Foster strong partnership with Support team and Product team to ensure clients have direct access to the resources they need in order to accomplish integrations, case reviews, and/or any other requests needed to create a top-notch experience for the client.
Hello! Welcome To My World
I’m a passionate Customer Success professional with over eight years of experience driving client retention and business growth. My expertise lies in creating tailored engagement strategies that maximize product adoption and customer ROI.
I thrive on transforming complex challenges into tangible results. At notable brands like 8×8, BlueJeans by Verizon, and Adobe, I’ve managed high-value portfolios, catalyzed revenue growth, and forged strong client relationships through solutions that marry business requirements with strategic innovation.
My drive for continuous learning and technology adoption fuels my commitment to excellence. I’m excited to connect with forward-thinking professionals and explore collaborative opportunities to build industry eminence.
EXPERIENCE
Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption.
Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams which directly impact overall customer success and drive customer growth
Develop strong customer relationships and serve in the role of trusted advisor to BlueJeans customers.
Analyze health metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources.
Facilitate and execute quarterly business reviews for clients.
Effectively employ multi-channel communication strategies that leverage our most effective customer touch points including video, e-mail, phone, channel partners, and internal & external champions.
Contribute to lifetime revenue expansion by identifying and addressing renewal risk and upsell opportunity organically via stakeholder consultations.
Interact frequently with clients via phone, email, in-person—including interaction with marketers, analysts, web developers, and C-level executives and serve as the primary point-of-contact for clients.
Contribute to the day-to-day management and optimization of client campaigns and cross channel media, based on driving client success and responding to ongoing client requests.
Guide strategic program development and identify areas for account growth from premium levels of Adobe Campaign licenses.
Develop program summary/analysis, set agendas, and present to senior decision makers.
Provide email specific client recommendations on an ongoing basis, as well as responding to specific client needs. Define client’s business needs and identify area of opportunity to increase account growth and drive revenue.
Managed and grew relationships as the day-to-day contact for 14+ enterprise-level clients across a variety of verticals.
Maintained high levels of customer satisfaction and application usage leading to increased revenue from StrongView’s existing client base in the form of messaging, up-sells, and renewals.
Understood and documented use of the StrongView application and services to support client’s marketing & communication goals.
Developed call and in-person meeting cycle for existing accounts to discuss usage, options, and renewals.
Collaborated across departments internally to troubleshoot any issues or deliverables needed for the client.
Developed call and in-person meeting cycle for existing accounts to discuss usage, options, and renewals.
Collaborated across departments internally to troubleshoot any issues or deliverables needed for the client.
Managed cross-functional, multi-channel projects run out of Epsilon’s Marketing Technology database system that includes email delivery, print production, and web development. Work collaboratively with operations, outside fulfillment vendors, and agency partners for BMW NA.
Developed/reviewed/approved schedules and assignments for marketing output with input from agencies and partners.
Managed cross-team activities, made recommendations to improve marketing production and worked with constituents (client and external vendors) to maintain delivery schedule.
Provided quality control for programs and all marketing efforts in conjunction with agencies and operational partners.
Managed a portfolio of advertiser campaigns and worked with campaign marketing managers to make sure they were getting new leads and increasing vertical profitability by devising and executing marketing strategies, building partnerships, and utilizing a variety of media channels.
Ensured advertiser campaigns achieve profitability goals through the promotion and implementation of best practices.
Prioritized and managed issues for resolution, including those involving tech, logistics and creative copy.
JANUARY 2022 - Present
Senior Customer Success Manager
DECEMBER 2018 - JANUARY 2022
Customer Success Specialist
APRIL 2015 - MARCH 2018
Customer Success Specialist
JUNE 2013 - MARCH 2015
Account Manager
APRIL 2015 - MARCH 2018
Customer Success Specialist
2011 - 2012
Account Manager
EDUCATION
SKILLS
Client Services
Microsoft Office
Mac Proficient
Project Management
Digital Marketing
Relationship Building
Salesforce Proficient
Organizational Development
EXPERTISE
CUSTOMER SUCCESS
I’m a seasoned Client Services and with a passion for building lasting relationships. My expertise in relationship management, customer success, and account management has allowed me to consistently deliver exceptional value to my clients.
DIGITAL MARKETING
As a digital marketing professional, I possess a proven track record of driving brand awareness, generating leads, and increasing revenue. I am skilled at developing and executing effective marketing strategies that align with business objectives and deliver measurable results.
RELATIONSHIP BUILDING
I have a proven ability to build and maintain strong, lasting relationships with clients.
I excel at understanding my clients’ needs, anticipating their challenges, and providing tailored solutions that exceed their expectations.